Philip Harman Don’t know how to solicit client-feedback or what to do with it once you have it?
If you want more repeat customers, more word-of-mouth references, and a better experience for your clients, you need to know what you’re doing wrong, and what you’re doing right. If you don’t know where you stand today, it’s going to be very hard even to know what to improve on.
This article will give you feedback system you can set up in 30 minutes tops.
Net Promoter Question
First, let me introduce the Net Promoter Question. What’s this? Probably the simplest metric to track how your company is doing at satisfying its customers.
Very simply, this question involves asking your clients: « How likely are you to recommend our product or service? »
Respondents rate your business on a scale of 1 to 10, with 1 being never recommend and 10 being glowingly recommend. With these results you then calculate your Net Promoter Score. 0-6’s are considered « Detractors ». 7-8 are « Passives ». And 9-10s are « Promoters ». To find your score, subtract the percentage of Detractors from the percentage of Promoters. Passives aren’t counted in this calculation. They simply push the score closer to 0.
This metric creates a data-point for how well you’re doing with keeping your customers happy. You can repeat the exercise once a year, after making modifications in order to see how you’ve progressed.
Want more information about what customers do or don’t like? Follow up this question with a simple open-ended « Why? ». The answers will be your road map to increase your score and improve client satisfaction.
Bam! You’ve got a client-feedback system in place.
Survey Monkey and Spawn
What about the logistics?
You don’t need to spend a lot of time composing emails or paying for a survey system. You can set up a free survey online with Survey Monkey. https://www.surveymonkey.com/
If you’re not familiar with this service, it’s a free, user-friendly program that allows you to create surveys and receive the results online.
If you can’t measure it, you can’t improve it. – Peter Drucker
You can’t chart progress without defining and tracking success. That’s the point of metrics like the Net Promoter Question. Without some idea of where you are today, it’s impossible to adjust your company’s behavior for better results.
This year, give your company the gift of a baseline metric for improvement. Without it, your strategies will be built on guesswork about where you are, and where you’re going.
